... Access Insights Already a Gartner client? Traditional continuous improvement relies on manual methods and latent data, leaving supply chains to chase fixes for problems after they occur. CSCOs must update their operating model with AI and automation to enhance operational speed, cross-functional orche ...
Analyst(s): Steve Daugherty
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... This maturity model helps customer service and support technology leaders transition from traditional human-led platforms to AI-driven agentic systems. Use this model as a blueprint for embedding intelligent automation into customer service to improve scalability and service quality. Insights at a Glance ...
... the way service and support operates, impacting everything from how customers interact to the tools human agents use. This research provides a vision for leaders, highlighting trends in technology, service delivery and shifting customer behaviors to help navigate the future. Insights at a Glance Issue ...
Analyst(s): Daniel O'Sullivan | Emily Potosky | Brad Fager | Christopher Sladdin
... Insights Already a Gartner client? As AI-driven interactions handle more customer service requests, leaders need objective ways to determine whether automation performs as effectively as human-assisted service without degrading the customer experience. This research shows how to extend QA scorecards to AI-driven ...
Analyst(s): Ian Elliott | Jonathan Schmidt | Brett Overbey
... Commerce Consumer Messaging Applications for CRM Customer Engagement Hub Marketplace Operation Applications At the Peak Conversational Commerce CustomerJourney Analytics API-Based Digital Commerce Digital Experience Platforms Shoppable Media Video Chat for Customer Service Recurring Revenue Management Web Real-Time ...
... Human-in-the-Loop Crowdsourcing Augmented Reality for Customer Support AI-Related C&SI Services At the Peak CustomerJourney Analytics Finance and Accounting BPaaS IoT Business Solutions Chatbots Business Process as a Service (BPaaS) Video Calling for Customer Service Sliding Into the Trough Robotic Process ...
... Access Insights Already a Gartner client? Agentic customer service platforms are emerging as a new category that enables governed, autonomous service execution. Customer service and support technology leaders should use this research to assess the implications for future CRM CEC and CCaaS investments ...
... Access Insights Already a Gartner client? We’re already being swept downstream by the AI hype, whether we like it or not. Focus on return on intelligence, return on integrity, and return on individuals to drive value, secure foundations, and empower your workforce. These insights from Gartner’s D&A Su ...
Analyst(s): Jorg Heizenberg | Gareth Herschel | Adam Ronthal | Sarah James | Lauren Kornutick | Georgia O'Callaghan
... Transformation and Customer Experience Dirk Rossmann GmbH, a leading German retailer, faced the challenge of scaling its IT capabilities to support rapid business growth and evolving customer expectations. With a focus on digital transformation and optimizing both internal processes and customer-facing technologies ...